"Since using IR solutions, we have been able to resolve network issues that impacted the customer and user experience, and we have not had to report a single network issue [...]," says Bruno Touret, Technical Director for Contact Center & Collaboration OVHcloud is Europe’s leading cloud provider, delivering public and private cloud products, shared hosting, and dedicated server solutions in 140 countries worldwide. They also offer domain name registration, telephony
services, and internet access.
Bruno Touret, Technical Director for Contact Center and Collaboration, shared how IR’s solutions help them navigate hybrid ways of working to ensure high-quality interactions from anywhere.
The problem
OVHcloud’s contact centers – dedicated to the technical support – are open 24/7 and field more than 10,000 voice interactions per week. One of their core goals is to deliver high availability, and high-quality experiences for their customers.
When their workforce had to quickly transition to remote working, and now with hybrid work environments being the norm, they suffered a lot of quality issues as a result of unmanaged components in the new working environment.
The solution
Through Activeo, an IR technology partner, OVHcloud chose IR Collaborate to manage their Cisco unified communications and contact center environments and ensure their 400+ contact center agents around the world remain connected.
Benefits
“Since using IR’s solutions, we were able to address the network issues that were impacting customer experience, and we haven’t had any network issues with our environment in six months,” said Bruno Touret.
With Collaborate, OVHcloud can quickly share technical details across teams, helping them identify and resolve
issues to ensure a great experience from anywhere.
“Our monitoring tools were sized for simple and straight network vision. Complexity was not part of our scope,” said Bruno Touret.
“IR Collaborate allows us to manage that complexity from one view, giving us an overview of our environment in real-time. We’ve moved from reactively responding to issues to a proactive monitoring – we know issues in advance, and we can intervene before they impact our customers.”
For several years, Activeo has been a partner of OVHCloud in the implementation and maintenance of the multi-channel contact center platform. Activeo accompanies the evolution and migration plans of the technical perimeter and works closely with the OVHcloud teams to satisfy a robust and efficient governance.
About IR and this testimonial: https://www.ir.com/customer-stories/ovhcloud-ir-and-activeo-ensuring-great-experiences-in-the-hybrid-workplace#
